If you love owning complex global client relationships, orchestrating multi-country payroll delivery, and ensuring seamless operations for enterprise accounts, this role is for you.
About Lano
Lano is a global payroll platform enabling companies to standardize and manage multi-country payroll operations through a unified technology layer.
Your Role
As Senior Customer Success Manager - Strategic Accounts (m/f/d), you will own a portfolio of our most complex enterprise client accounts. Operating at the intersection of our clients, internal operations, and global partner network, you will hold end-to-end accountability for client retention, account expansion, and seamless multi-country payroll delivery.
Key Responsibilities
- Portfolio Ownership: Manage a portfolio of EOR and multi-country payroll clients from go-live through renewal, with accountability for retention, satisfaction, and account expansion.
- Client Onboarding: Own onboarding programmes for multi-entity clients, including country-by-country implementation planning, cut-off calendars, shadow payroll and parallel runs, and first-cycle sign-off.
- Escalation Management: Act as a senior point of escalation for payroll matters such as gross-to-net discrepancies, off-cycle runs, terminations and settlement payments, missing payslips, and payment file rejections.
- Partner Management: Brief and coordinate local payroll partners, monitor performance against agreed service levels, and ensure their findings are communicated to clients clearly and accurately.
- Cross-Functional Handover: Support the transition of accounts from Sales to Customer Success and ensure that commitments made during the sales process are reflected in the delivery plan.
- Case Management & Process Improvement: Manage your case load to resolution, identify the root causes of recurring queries, and translate these into documentation, process changes, or product requirements.
- Commercial Ownership: Manage contract scope, fee schedules, off-cycle and out-of-scope charges, invoice queries, renewals, and the expansion of integration services within your portfolio.
- Reporting: Maintain accurate case and account data in Salesforce, produce account health reporting, and prepare and deliver quarterly business reviews.
- Knowledge Sharing: Document client-specific processes to a standard that allows colleagues to cover your accounts, and support the onboarding and development of less experienced team members.
Your Profile
- A minimum of five years' experience in customer success, account management, or payroll operations within B2B SaaS, global payroll, EOR services, or an international payroll provider.
- Experience building trusted relationships with senior HR, Finance, and Payroll stakeholders in complex enterprise accounts.
- Strong commercial acumen, with experience contributing to retention and expansion outcomes.
- Demonstrated experience managing escalations with senior client stakeholders, including situations requiring the communication of adverse findings.
- The ability to manage a demanding portfolio autonomously and to set your own priorities against fixed payroll deadlines.
- Fluent English. Proficiency in German, French, Italian, or Spanish is a significant advantage in view of our client base.
- A structured, documentation-led working style.
Nice to Have
- Experience with German payroll (DATEV, statutory social security reporting).
- Practical experience with Salesforce, Notion, and Slack.
- Experience supporting HRIS, ERP, or accounting integrations.
- Familiarity with EU employment law fundamentals and collective bargaining agreements.
What We Offer
- A flexible and hybrid work environment that values work-life balance.
- Fitness membership with ClassPass.
- 26 days of vacation per year.
- 2 social impact days to support a charity or non-profit of your choice.
- Career development and growth within a dynamic startup.
- Collaborative and inclusive company culture and a diverse, international team.
At Lano, we want to maximize each individual’s potential through a continuous learning culture built on trust, commitment, and mutual respect. Just be yourself - you might bring something valuable to the role we didn't initially think of.
If you have any questions or problems, please reach out to us at people@lano.io. However, we do not accept applications via email.
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